Grievance Redressal Policy

Effective Date: 29 April 2026  ·  Last Updated: 29 April 2026  ·  Version 1.0

ORALZY is committed to resolving complaints from Customers (clinics), end-users (clinic staff and patients accessing patient-facing portals), and any third party affected by content or processing on the Service, in a fair, time-bound, and transparent manner.

1. Scope of Complaints

You may raise a grievance under this Policy in respect of any of the following matters:

• billing disputes, refund queries, and subscription concerns;
• data-protection concerns under the DPDP Act 2023 — access, correction, erasure, grievance against a Data Fiduciary;
• concerns about content, communications, or messages sent through the Service that you believe are unlawful, defamatory, infringing, or offensive;
• security incidents, suspected unauthorised access, or breach of personal data;
• concerns regarding accuracy or output of AI-driven features (Veeransh AI);
• service unavailability, performance degradation, or feature defects;
• any other matter relating to your use of the Service.

2. Grievance Officer

The Grievance Officer is the designated point of contact for all complaints. Contact details are also available on this page in compliance with Rule 3(2) of the IT Rules 2021 and Rule 4(5)(d) of the E-Commerce Rules 2020.

3. How to Lodge a Grievance

1. Email the Grievance Officer at [email protected] from your registered email address.
2. State clearly: (a) your name and clinic name, (b) registered email/phone, (c) a concise description of the issue, (d) the action you would like ORALZY to take, (e) any supporting screenshots, invoice numbers, or evidence.
3. If your grievance relates to specific content or a message, include the URL, message ID, sender, and timestamp.
4. If your grievance involves personal data or a security incident, mark the subject line "DPDP / Security Grievance".

4. Acknowledgement & Resolution Timelines

If a complaint is complex and cannot be resolved in 30 days, we will inform you in writing of the reason for the delay and the expected revised timeline.

5. Escalation

If you are not satisfied with the resolution provided by the Grievance Officer, you may escalate as follows:

• Consumer matters: file a complaint on the National Consumer Helpline (1915) or with the appropriate District / State / National Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.
• Personal-data matters: file a complaint with the Data Protection Board of India once it is operational, under the DPDP Act, 2023.
• Cybersecurity / unlawful-content matters: file a complaint on the National Cyber Crime Reporting Portal.
• Payment disputes not resolved internally: approach your card issuer / UPI service provider per RBI guidelines and, if unresolved, the Banking Ombudsman / Digital Ombudsman scheme.

6. Anonymous & Third-Party Complaints

ORALZY accepts complaints from any affected person, whether or not they are a Customer. Anonymous complaints will be reviewed but may be deprioritised or closed without action where the lack of identifying information makes investigation infeasible.

7. Bad-Faith and Repetitive Complaints

ORALZY may decline to act on complaints that are vexatious, malicious, defamatory, repetitive of an already-resolved matter, or made in bad faith. The Grievance Officer's determination in such cases will be communicated to the complainant.

8. Confidentiality

Information shared in a grievance is treated confidentially. It may be shared internally with ORALZY personnel on a need-to-know basis, with our legal advisors, or with the appropriate regulator or law-enforcement agency where legally required.

9. Records

ORALZY maintains a register of grievances received, the nature of each complaint, timelines, and final outcomes. Aggregated, anonymised statistics may be shared in transparency reports.

10. Updates

ORALZY may revise this Policy and/or the Grievance Officer's contact details. The current version is always published at oralzy.com/grievance.html.